CUPS/CUPC issues

I set up CUPS with a NFR kit for the very first time and have a few questions. LDAP is enabled so I was able to import users into CUPC. However, in the 'end user' page of CUPS, it shows 'No Audio' and 'No Video' for my CUPC although IM is enabled and it's associated with the desk/soft phone DN. As for the desk phone, it shows 'Audio enabled' and the DN is associated.

No, I can't. Are the 'audio' and 'video' icons for CUPC on the right side of the end user page in CUPS supposed to be enabled? Right now, they are grayed out and only the 'IM' icon is enabled along with the controlled extension below it.

I'm unfamiliar with CUPC so please bear with me. In the soft phone mode, you should be able to see a window pot up for incoming calls, right?